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Skills

  • Business development expertise
  • Compliance with regulatory chargeback procedures
  • Effective Communication with Stakeholders
  • Data accuracy improvement
  • Sales professional
  • Cost Reduction through Process Optimization
  • Conflict resolution and mediation
  • Budgets
  • Financial reporting and analysis
  • FHA loan process background

Work Experiences

  • Decreased fraud-related losses by $11.
  • Conducted regular training sessions.
  • Submitted loan applications to the loan underwriter for review and approval.
  • Analyzed disputable transactions.
  • Decreased dispute resolution costs by 47%.
  • Collaborated with the finance team.
  • Achieved reduction over 2024.
  • Achieved a 54% reduction in escalated complaints.
  • Applied system across Microsoft Excel portfolios.
  • Reviewed and edited loan agreements to improve efficiency and accuracy.

Summaries

  • Clear understanding of cross-functional collaboration and stakeholder engagement as well as project management training.
  • Excellent track record of resolving issues, increasing customer satisfaction, and driving overall operational improvements.
  • Achieved a 54% reduction in operational costs.
  • Chargeback Manager with 13 years of successful cross-functional collaboration and process improvement experience.
  • Excellent abilities in reporting, record-keeping, and relationship-building.
  • Achieved results through targeted automation.
  • Achieved a 82% improvement in customer satisfaction scores.
  • Achieved a 34%-day reduction in resolution time.
  • Adaptable Chargeback Manager.
  • With over 11 years of experience in sales and branch management, loan management, and general bank operations, I am a results-oriented self-motivator.

Accomplishments

  • Collaborated with legal teams to resolve complex cross-border chargebacks, improving regulatory compliance across 12 jurisdictions.
  • Facilitated chargeback reconciliation efforts between the finance and customer service teams, reducing end-of-month balancing discrepancies by 78%.
  • Authored comprehensive chargeback management playbook used companywide, aiding in a 49% improvement in dispute resolution timeframes.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Worked with the compliance team to execute chargeback prevention strategies aligned with CFPB regulations, leading to improved audit outcomes.
  • Negotiated high-value chargeback disputes, recovering over $15 in annual revenue through strategic communications and leveraging industry expertise.
  • Devised customer communication strategies that reduced false charges reported as disputes by 51%, lowering overall chargeback rates.
  • Streamlined the chargeback dispute process, improving data accuracy by 62% and minimizing manual intervention using Workday.
  • Led a cross-department initiative to integrate chargeback data monitoring with CRM systems, achieving 81% improvement in case tracking efficiency.
  • Collaborated with vendors and financial institutions to introduce seamless, real-time dispute resolution pathways, boosting customer satisfaction scores by 43%.

Affiliations

  • Electronic Transactions Association (ETA)
  • Association for Financial Litigation and Claims Process Standards (AFLCPS)
  • Lions Club
  • Rotary International
  • Visa Dispute Resolution Management Group (DRMG)
  • International Association of Administrative Professionals
  • Bank Administration Institute (BAI) Payment Integrity Network
  • Inclusive Fintech 50 Cohort
  • European Payment and Fintech Association (EPFA) - Chargeback Division
  • Jaycees

Certifications

  • Visa Claims Resolution (VCR) Certification - Visa
  • Certified Payment Compliance Officer (CPCO) - Northwind
  • Google Certified Professional Cloud Architect
  • Apple Certified Associate (ACA)
  • Certified Payments Professional (CPP) - system
  • CompTIA A+ Technician
  • Certified eCommerce Fraud Professional (CEFP) – Lakeside Partners
  • Risk Management Framework (RMF) Certification - Cedar Works
  • ISO 27001 Lead Implementer Certification - Meridian
  • Certified Digital Payment Professional (CDPP) – Ironclad Systems

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